If you are not completely satisfied with your purchase, we will gladly accept your unused merchandise in its original condition within 30 days for a refund or an exchange (excluding the shipping charges), subject to the following conditions:
1) All return items must be in its original condition which means the products cannot be worn, washed, or tampered in any way.
2) Items that have been tampered with, such as stains and/or smell, and are not re-sellable are non-returnable.
3) Any items returned are subject to 20% restocking fee.
4) We will issue you a separate invoice if we need to charge you for a restocking fee, and your replacement will be sent out after your restocking fee is paid.
5) Damage on all products must be reported within 72 hours of delivery in order to receive a refund. You will only qualify for an exchange and will be responsible for the replacement shipping charge for products damaged after 72 hours of delivery. We WILL NOT be responsible for any defect or damage reported after the 30 day period.
6) If you request a refund, the original price you paid minus the shipping charges will be credited back to your account AFTER we receive the item back and have confirmed that all return conditions have been met. All refunds will be issued in the form of which the original payment was made, and it may take up to 1-2 billing cycles for the funds to appear in your account depending on your financial institution.
7) Non-Delivery Responsibility: We are not responsible for any non-delivery of orders due to incorrect or insufficient addresses provided by the customer. In such cases, the customer will be liable for reshipment costs.
8) All custom orders are non-exchangeable, non-returnable, and non-refundable, so make sure all the options you choose and the info you provide are accurate prior to purchasing our product. We do notmodify, alter, or crop you image—all customer orders are processed as is—please make sure to submit your image in high resolution and carefully choose the image size and location. Any claims for misprinted, damaged, and/or defective products must be reported within 24 hours after the product has been received. For delivery failure, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
- Wrong Address: When your order gets returned to us due to insufficient address provided by you, you will be liable for reshipment costs once we confirm a new/updated address with you.
- Unclaimed: When your order gets unclaimed and returned to us, you will be liable for a reshipment to you.
When receiving misprinted, damaged, and/or defective custom products, please send us picture proof including your order number at support@luzluz.com
Return & Exchange Instruction
Please send the item(s) back to the following address below with the original (or copy) invoice/packing slip indicating the size(s) you would like to exchange it for OR indicating you would like to receive a refund. Make sure you have a tracking number for the return package – We will not be responsible for any lost package during the return transit.
MatchingCouples
Attn: Returns Department
235 E Burnett St, Long Beach, CA 90806, United States
Once we receive your return item, we will notify you via email about your replacement status OR about your refund confirmation.
Wrong/Defective/Broken Items
Please contact us via call or email including your order number presented on the invoice.